Senior Engineer (L3)

This position is based in the United States and is a full-time, remote opportunity for an experienced IT professional to take ownership of complex technical escalations in a fast-paced managed services environment.

About the Role

You will serve as a senior technical resource, resolving advanced infrastructure, networking, server, cloud, security, and Microsoft technology issues. The role combines hands-on engineering with direct client communication and technical problem-solving across diverse client environments while improving reliability, documentation, and operational efficiency. Success requires strong technical judgment, independence, and a commitment to delivering high-quality support. You will also have opportunities to expand your expertise through exposure to a broad range of enterprise technologies.

Responsibilities

• Own escalated L3 technical tickets from assignment through complete resolution, taking responsibility for complex issues that cannot be resolved at lower support levels.
• Diagnose and resolve advanced problems across Windows Server, Active Directory, Exchange, Microsoft 365, Entra ID, Azure/AWS, virtualization, networking, security, backup, and other infrastructure technologies.
• Administer and troubleshoot Windows Server environments, Active Directory, Group Policy, DNS, DHCP, authentication, domains, permissions, Exchange, Microsoft 365, Teams, SharePoint, OneDrive, Intune, Conditional Access, and MFA.
• Configure and troubleshoot enterprise networking technologies, including TCP/IP, VLANs, routing, switching, VPNs, DNS, firewalls, wireless networks, routers, and network-connected devices.
• Support cloud, virtualization, and datacenter environments, including Azure, AWS, Hyper-V, VMware, Citrix, SQL Server, Veeam Backup & Replication, SANs, high-availability solutions, load balancing, and related infrastructure.
• Support Fortinet and UniFi network environments, as well as endpoint security, EDR/XDR, managed security platforms, and other security technologies.
• Troubleshoot connectivity and infrastructure issues across workstations, servers, networks, firewalls, ISPs, DNS, routing, VPNs, and wireless systems, identifying root causes and implementing effective solutions.
• Safely execute basic PowerShell and command-line scripts and use technical expertise to investigate issues across interconnected systems.
• Maintain detailed technical documentation covering troubleshooting steps, client communications, actions taken, root causes, resolutions, and relevant environment changes.
• Communicate clearly with clients, end users, IT teams, Account Managers, leadership, and C-level stakeholders, providing accurate next steps, ETAs, and technical explanations.
• Identify recurring technical problems and recommend improvements that reduce repeat incidents and strengthen service reliability.
• Work independently while escalating appropriately when additional technical expertise or resources are required.
• Participate in technical training, knowledge sharing, after-hours support, and on-call coverage for urgent or client-impacting issues as needed.

Requirements

• Minimum 5 years of professional engineering or equivalent technical experience, including substantial hands-on experience supporting complex IT environments.
• At least 5 years of experience with Active Directory, Microsoft Windows, Windows Server, and Microsoft 365.
• At least 5 years of experience with network switching, VLANs, routing, firewalls, VPNs, backup and recovery, endpoint security, and related infrastructure.
• Strong knowledge of Microsoft Windows, Windows Server, Active Directory, Exchange, Microsoft 365, and enterprise networking technologies.
• Working knowledge of Microsoft Azure and/or Amazon AWS, Microsoft Entra ID, Conditional Access, MFA, Intune, and cloud identity management.
• Working knowledge of SQL Server, Veeam Backup & Replication, Hyper-V, VMware, Citrix, virtualization, enterprise wireless, and datacenter technologies.
• Familiarity with SSID management, WPA2/WPA3, VLAN integration, RADIUS authentication, endpoint protection, EDR/XDR, SOC operations, phishing, and threat management.
• Ability to read, understand, and safely execute basic PowerShell and command-line scripts.
• Experience troubleshooting complex, client-facing technical issues with strong analytical, critical-thinking, and problem-solving abilities.
• MSP experience and exposure to multi-client environments is strongly preferred.
• Experience with Fortinet, UniFi, Microsoft Intune, Citrix, ConnectWise Manage, IT Glue, or N-central is beneficial.
• Relevant certifications such as Microsoft 365, Microsoft Azure, Fortinet, VMware VCP, CompTIA A+, Network+, Security+, or comparable industry certifications are advantageous.
• Excellent written and verbal English communication skills, with the ability to explain technical matters clearly to both technical and non-technical stakeholders.
• Strong ownership, accountability, teamwork, attention to detail, documentation, and customer-service skills.
• Ability to work independently with limited supervision, manage multiple technical issues in a fast-paced environment, remain effective under pressure, and learn new technologies through self-study and hands-on experience.
• Ability to work U.S. Eastern Time business hours and adapt to business needs, including occasional after-hours or on-call support.
• Reliable computer running Windows 10 or newer, two monitors, stable high-speed internet, and a professional home workstation suitable for uninterrupted remote work.
• Self-motivated, dependable, coachable, and interested in a long-term career opportunity.

Benefits

• 100% remote work environment.
• Full-time position with a 40-hour weekly schedule.
• Compensation paid in USD.
• Long-term career opportunity.
• Opportunity to work with a broad range of enterprise infrastructure, cloud, networking, security, and Microsoft technologies.
• Professional development and ongoing technical training opportunities.
• Supportive work environment with potential for professional growth.
• Flexibility to support business needs while working within U.S. Eastern Time business hours.